Once Smart Support – Auto Responder is installed and activated, the next step is configuring auto responders that match your support workflow and business requirements. Auto responders can be triggered by different events, filtered using advanced conditions, scheduled to run during specific hours, and prioritized to ensure the most relevant response is sent. This article provides a detailed, step-by-step guide to creating and configuring auto responders, explaining how trigger events, targeting rules, schedules, and priority settings work together. By the end of this guide, you will be able to design precise automation rules that reduce response time, prevent duplicate messages, and ensure customers receive accurate and context-aware responses.

This article shows how to create auto responders in Smart Support, including trigger events, conditions, schedules, and priority settings.

Creating a New Auto Responder

1. Go to Smart Support → Auto Responders
2. Click Add New Auto Responder
3. Enter a Title (internal reference)
4. Enable the responder
5. Set priority and delay

Trigger Events

New Ticket Created

• Runs once when a new ticket is submitted
• Ideal for instant acknowledgments

Customer Reply

Triggers when a customer replies to an existing ticket.

Trigger Frequency Options

• Once per ticket
• Every time
• Once per time period (e.g., once every 24 hours)

Targeting Conditions

Department

• Apply responder to a specific department
• Or select All Departments

Product

• Target tickets linked to specific products

Ticket Status

• Trigger when ticket is in a specific status
• Supports default and custom statuses
• Keywords

• Match keywords in subject or message

• Choose match type:

  • ANY keyword
  • ALL keywords

Example: Keywords: refund, billing

Match Type: ANY

Schedule Settings

Days of Week

Choose which days the responder is active.

Time Range

• Uses WordPress timezone
• Supports overnight ranges (e.g. 22:00 – 06:00)

Priority System

• Lower number = higher priority
• If multiple responders match, the highest priority one is used

Example:

• Priority 1 → Used first
• Priority 10 → Used only if others don’t match

Saving & Testing

• Save the auto responder
• Submit a test ticket to confirm behavior
• Adjust conditions if needed